Norfolk police has been told it must improve the way it responds to 999 calls involving vulnerable people in a report in the wake of the deaths of four family members.

The police inspectorate was commissioned after Bartlomiej Kuczynski killed his two young daughters and their aunt at a house in Costessey in January before taking his own life.

An hour before the bodies were found, Kuczynski made a 999 call expressing concerns about his mental health, which was not responded to.

READ MORE: Norfolk police worker may face discipline over Costessey deaths

His Majesty’s Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) reviewed almost 500 Norfolk 999 calls.

It said while overall the force’s call handlers provide a “high level of service” it had identified failings including control room staff not receiving relevant training to help correctly identify and respond to vulnerable people.

Watton & Swaffham Times: The police inspectorate reviewed almost 500 emergency 999 calls made to the Norfolk control roomThe police inspectorate reviewed almost 500 emergency 999 calls made to the Norfolk control room (Image: Norfolk Constabulary)

It also found information gathered through the call handling system was not recorded consistently.

There were variations in how checks on force systems were completed with these checks sometimes not completed at all.

It said incident responses were also sometimes downgraded without being reassessed or without supervisory oversight.

His Majesty’s Inspector of Constabulary Roy Wilsher said there were areas that “need to be improved”. 

“The force must make sure it has robust quality assurance measures in place to ensure processes are consistent, and it should provide staff with relevant training to help them to correctly identify vulnerable people,” he added.

READ MORE: Norfolk police to begin Right Care Right Person next week

Norfolk Constabulary is set to introduce the contentious Right Care, Right Person (RCRP) system next week, which will see officers attend mental health-related call-outs only if there is an immediate risk to life.

Watton & Swaffham Times: Norfolk chief constable Paul Sanford said actions were already addressing the report findingsNorfolk chief constable Paul Sanford said actions were already addressing the report findings (Image: Jason Bye)

Responding to the review, Chief Constable Paul Sanford said findings from the report “provide further evidence that this is the right thing to do and that the public will receive an improved service”.

“Control room staff work in a demanding and dynamic environment and this is evidenced in the report in reference to a call handler who maintained contact with a suicidal missing person for 30 minutes; providing reassurance and support and preventing them from taking their own life,” he added.